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Meet the IT Paradigmologist
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Transcript of Meet the IT Paradigmologist
1© ASL BiSL Foundation
RedQuadrant, London, 1 July 2014
Meet the IT Paradigmologist: what
does RedQuadrant think about information
technology?Mark Smalley, IT Paradigmologist
2© ASL BiSL Foundation
Personal introduction
3© ASL BiSL Foundation NashvilleSt Paul Osaka Tokyo Birmingham
ChicagoLondon Fort Lauderdale
Cary Phoenix
AntwerpLas Vegas Malmö Singapore Kuala Lumpur
EdmontonCalgary Toronto New York Edina
4© ASL BiSL Foundation4
Emanuel School (1594)
5© ASL BiSL Foundation
Emanuel School (1889)
6© ASL BiSL Foundation
1964
7© ASL BiSL Foundation
1964
“tends to become a little confused at times”
“A pleasant, thoughtful boy”
8© ASL BiSL Foundation Photo: Roger George Clark
Trainspotting
9© ASL BiSL Foundation Photo: Roger George Clark
Tim Berners-Lee
Trainspotting
10© ASL BiSL Foundation10 Photo: Roger George Clark
Tim Berners-Lee
Trainspotting
11© ASL BiSL Foundation
Hap
pin
ess
(%
)
Manager
Pro
gra
mm
er
Consu
ltant
Para
dig
molo
gis
t
Work is more fun than fun – Noël Coward[Smalley.I
T]
THE SERVICE MANAGEMENT
INAUGURAL CONGRESS
IT Paradigmologist
12© ASL BiSL Foundation
Thinking about thinkingThinkin
g about thinkin
gTED Talks
Ken Robinson 2006
13© ASL BiSL Foundation
Our dependence on IT
14© ASL BiSL Foundation
Mum, Tim made me do it
15© ASL BiSL Foundation
Admit it, we have a problem
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We need IT
Information
technology
Source: Wikipedia, Maslow's Hierarchy of Needs CC BY-SA 3.0
17© ASL BiSL Foundation
25% of Britons says that their computer is “the most irreplaceable thing in their life”
Source: www.telegraph.co.uk/technology/news/8628730/Computers-irreplaceable-for-1-in-4.html
18© ASL BiSL Foundation
• Alcohol – 70%• Chocolate – 63%• Sex – 33%• Computer – 20%
66% sleep next to phone
Give up your phone or
Source: http://gigaom.com/2011/08/03/how-much-do-you-love-your-phone/
19© ASL BiSL Foundation
• 67% teenagers were “highly addicted”• 50% use them in the lavatory• 40% answer their phone at night• 33% teenagers use smartphones
during meals• 25% work-related calls on holiday• 25% watch less TV because of
smartphone• 15% read fewer books because of it
Smartphone use
Source: www.telegraph.co.uk/technology/mobile-phones/8680613/Smartphone-addiction-adults-are-as-guilty-as-children.html
20© ASL BiSL Foundation
Doomed…
21© ASL BiSL Foundation
Speaker's challenge
@marksmalley
22© ASL BiSL Foundation
Context
23© ASL BiSL Foundation
What’s up?!
Prod
uct
ivity
Ineq
ual
ity
Employm
ent
Well-being
Dis
ruption
Con
nec
tedne
ss
Wilkinson & Pickett,
The Spirit Level (2009)Fleck, Glaser &
Sprague,
The Compensation-
Productivity Gap (2011)
Sharing economy
24© ASL BiSL Foundation
What’s up?!
The world is flat
We needinformation
Thingschangerapidly
Information systems are
complex
25© ASL BiSL Foundation
We want it
GOOD EASY
FREE NOW
Utility Warranty
26© ASL BiSL Foundation
IT context
27© ASL BiSL Foundation
The good old days
Source: www.culture24.org.uk/science-and-nature/technology/art7536
1
28© ASL BiSL Foundation
Nowadays
Source: http://marketingland.com/the-silos-that-dog-us-putting-them-out-to-pasture-25642
29© ASL BiSL Foundation
Modern I&T needs a radically better approach
Critical & complexSystemic & emergent
Specialized & decentralized
More valuable I&TQuicker delivery
Better value realization
More reliable/resilient
Cheaper Multi-disciplinary
approachT-shaped professionalsDisciplined flexibility
30© ASL BiSL Foundation
Some IT trends – Agile and DevOps
31© ASL BiSL Foundation
Fewer rules, better behaviour
32© ASL BiSL Foundation
BUSINESS
AD/AM
ITSM
Evolution of multi-disciplinary approaches
Desig
n
Deploy
Develop
Integrate1)
Deliver2
)
Identify
IT Value Chain• Identify value from
I&T• Design functionality• Develop
functionality• Integrate
applications• Deploy applications• Deliver IT services 1) Not Continuous Integration of Code
2) Not Continuous Delivery of Software
Releases
33© ASL BiSL Foundation
BUSINESS
AD/AM
ITSM
Evolution of multi-disciplinary approaches
Desig
n
Deploy
Develop
Integrate
Deliver
Identify
IT Value Chain• Identify value from
I&T• Design functionality• Develop
functionality• Integrate
applications• Deploy applications• Deliver IT services
Agile
DevOps
34© ASL BiSL Foundation
Weakest link in the IT Value Chain?
35© ASL BiSL Foundation
But wait!
•What’s wrong with this picture?
•Something’s missing!
•Who actually realizes the value of I&T?
BUSINESS
AD/AM
ITSM
Desig
n
Deploy
Develop
Integrate
Deliver
Identify
36© ASL BiSL Foundation
Users Users Users Users
Cartoon: Hugh Mac Leod, www.gapingvoid.com
37© ASL BiSL Foundation
BUSINESS
AD/AM
ITSM
USE
Use – the weakest link?
Desig
n
Deploy
Develop
Integrate
Deliver
Identify
IT Value Chain• Identify value from
I&T• Design functionality• Develop
functionality• Integrate
applications• Deploy applications• Deliver IT services• Use information systems & IT services
38© ASL BiSL Foundation source: theworkplacetherapist.com
What do IT People think about Business people?
• Don’t know what they want• Are always changing their mind• Won’t take responsibility• Are never satisfied• Blame us for everything
39© ASL BiSL Foundation
Source: Paul Wilkinson, www.abcatwork.nl
40© ASL BiSL Foundation
What do Business People think about IT people?
• Are bureaucratic and slow• Can’t communicate in normal language • Think that they know what we want • But don’t have a clue what we need• The last people we want to call
41© ASL BiSL Foundation41
42© ASL BiSL Foundation42
43© ASL BiSL Foundation
“IT doesn’t understand the business, but the business’
understanding of IT is even worse”
Prof. Jerry Luftman
44© ASL BiSL Foundation
“I don’t want questions, I want solutions!”
Charles Araujo, President Elect, itSMF USA
“Talk benefits, costs and risks.” John Krogh, Managing Partner, SMArt
“I’m entitled to IT!” Hank Marquis, Practice Director, Global Knowledge
Business expectations
45© ASL BiSL Foundation
“Our new IT system is beautiful but you just can't use it“
“It takes us five times longer than with the old system”
IT in real life
IT causes 7.6% productivity loss Univ. Twente, 2012,
‘Ctrl Alt Delete’ (Dutch)
46© ASL BiSL Foundation
Do you just build cars?
Or get drivers from A to B?
Identity crisis for IT Depts
47© ASL BiSL Foundation
Demand-Supply-Use
48© ASL BiSL Foundation
PARTNERSCUSTOMERSSUPPLIERS
BUSINESS
AD/AM
ITSM
SUPPLIERS
Gaps
Agile
DevOps
BiSL
49© ASL BiSL Foundation
Demand-Supply-Use
UserOrg Demand
SupplyUse
InfoSyst
ITOrg
50© ASL BiSL Foundation
Demand-Supply-Use
UserOrg Demand
SupplyUse
InfoSyst
ITOrg
Realize actualvalue
Identify potential
value
DevelopIntegrateDeployDeliver
51© ASL BiSL Foundation
YouTube – TheMrTubeX“Japanese Precision - Walk it
out!”
52© ASL BiSL Foundation
Business Information Mgmt
52
• Decide how I&T can help your business survive and succeed
• Delegate the T to the IT provider
• Organize the I
• Ensure effective and efficient use of I&T
53© ASL BiSL Foundation
Informationstrategy
I-organizationstrategy
Functionalitymanagement
Management processes
Use management
Connectingprocesses
Connecting
processes
• Decide how I&T can help your business survive and succeed
• Delegate the T to the IT provider
• Organize the I
• Ensure effective and efficient use of I&T
BIM & BiSL
2
1
34
1
2
34
54© ASL BiSL Foundation
Planning and resourcemanagement
Financialmanagement
Demandmanagement
Contract management
Use management Functionality management
Information strategyI-organization strategy
Connectingprocesses
Changemanagement
Transitionmanagement
End usersupport
Business datamanagement
Operational supplier
management
Specifyinformation requirements
Design non-automated
informationsystems
Prepare transition
Review and testing
Establishbusiness process
developments
Establish information
chain developments
Establishtechnologicaldevelopments
Management
Processes
Connectingprocesses
Infor-mationcoor-
dination
Strategic user relationship management
Strategic supplier
management
Define I-organization
strategy
Strategic information
partnermanagement
Informationlifecycle
management
Informationportfolio
management
BiSL (2012 edition)Str
ate
gic
Managin
gO
pera
tional
55© ASL BiSL Foundation
BiSL connects product owners & service owners
56© ASL BiSL Foundation
BiSL addresses effective and efficient use
57© ASL BiSL Foundation
Exercise
58© ASL BiSL Foundation
Top 3 items for IT to improveTop 3 items for the business to improve
Identify
Attitude, behaviour, culturePeople, process, products, partners
59© ASL BiSL Foundation
1. Business and IT have good mutual understanding2. Business specifies outcomes rather than output3. Business prioritizes outcomes4. Business has insight into current and future
capabilities of IT and the IT organization5. IT communicates in terms of benefits, costs and
risks, in order that the business can take well-informed decisions
6. Business management informs users about changes
7. Business is the accountable owner of the information systems and leads IT
8. The enterprise fosters a culture in which business and IT share the same table and have a joint vision
These are the findings of the ITSM community who participated in ‘How business and IT collaboration is the key to getting business value out of IT’, facilitated by Mark Smalley, ASL BiSL Foundation & Howard Kendall, Service Desk Institute, and sponsored by APMG-International on 4 Nov 2013 in Birmingham
Top desired behaviours for effective business and IT collaboration
60© ASL BiSL Foundation
1. IT needs a better understanding of the business needs and context
2. IT should abandon ‘technical’ SLA’s and explain in more meaningful ways what they’re doing for the business, involving the business in designing the reporting
3. IT should regard itself not as a separate silo but as an integral part of the business
4. The business and IT should talk to each other more often, creating more mutual understanding of pains, priorities, possibilities and limitations
5. The business should stop bullying IT and start trusting them to be their IT partner
6. The business should communicate in terms of problems, no solutions
7. The business should allocate more time to IT, e.g. explaining situation to IT, and training users
These are the findings of 40 members of the itSMF Ireland community who participated in ‘How business and IT collaboration is the key to getting business value out of IT’, facilitated by Mark Smalley, ASL BiSL Foundation & Howard Kendall, Service Desk Institute on 20 June 2014 in Dublin
Top desired behaviours for effective business and IT collaboration
61© ASL BiSL Foundation
More IT trends – multi-vendor
management and ‘ValOps’
62© ASL BiSL Foundation
PARTNERSCUSTOMERSSUPPLIERS
BUSINESS
AD/AM
ITSM
SUPPLIERS
Gaps
Agile
DevOps
BiSLValO
ps
SIAM
63© ASL BiSL Foundation
Something for PM’s
64© ASL BiSL Foundation
PM’s concern: scope
Change project
Incremental change
Current situation
Desired situation
65© ASL BiSL Foundation
Current situation
Desired situation
Application
Presentation
Session
Transport
Network
Data link
Physical
Religion
Politics
Money
• Architectural principles• Design• Applications• Data• Software
• Infrastructure (devices, networks, servers)• Data• Software• Hardware
• Procedures & instructions for usage, operation, maintenance
• Values, mission & vision
• Products & services
• Structure• Goals• Funding
• Partners & suppliers
• People• Habits &
attachments• Knowledge & skills• Roles, rights &
responsibilities
• Processes & activities
• Relationships & agreements
• Information• Workspace &
facilities
66© ASL BiSL Foundation
Current situation
Desired situation
What’s in scope?What’s out of scope?
67© ASL BiSL Foundation
Personal development and
happiness
68© ASL BiSL Foundation
[Smalley.IT]
THE SERVICE MANAGEMENT
INAUGURAL CONGRESS
Manager’s Perspective
69© ASL BiSL Foundation
Hap
pin
ess
(%
)
Manager
Pro
gra
mm
er
Consu
ltant
Para
dig
molo
gis
t
Work is more fun than fun – Noël Coward[Smalley.I
T]
THE SERVICE MANAGEMENT
INAUGURAL CONGRESS
Happiness
70© ASL BiSL Foundation
Happiness
EUR 43 44
USA 45 49
Source: www.nber.org/papers/w12935.pdf
Prof A. Oswald
71© ASL BiSL Foundation
Happiness at work
YouTube RSA Drive
72© ASL BiSL Foundation
Meaning of life,
I consider the happiness and usefulness,
is the purpose of our life,
meaning of our life.
The very existence of our life,
is surely not for trouble,
not for suffering.
The Go-To-Guy
73© ASL BiSL Foundation
Please keep in touch
• Newsletter: at www.aslbislfoundation.org• Twitter: @aslbisl• LinkedIn: ASL BiSL Foundation (EN & NL)• Facebook: ASL-BiSL-Foundation
@marksmalley